It would be extremely helpful if a user could respond to an email received from the system in relation to any ticket by simply sending a reply email and have the system automatically add it to the conversation under the correct ticket number.
At present, such a response email creates a separate new ticket.
One suggestion for accomplishing this is for the system to check the text of the subject line of each incoming email against the titles of all tickets and, if the subject line contains the word "Re" and an existing ticket number, the incoming email would be added to that numbered ticket and a new ticket would not be created. The same result can be accomplished manually at present by merging the new ticket that the system creates using the later email response with the original ticket that prompted the response email.
Closed for Voting
Ability to Respond By Email
Hi Richard
We are already working on a method for such an option. We are going to come up with Hidden message ID, that will be unique and retained in the Emails, so that such Message IDs will automatically add the replies to the conversations.
We will bring this out soon
regards
Vijay
We are already working on a method for such an option. We are going to come up with Hidden message ID, that will be unique and retained in the Emails, so that such Message IDs will automatically add the replies to the conversations.
We will bring this out soon
regards
Vijay
+8Hello guys,
Sorry for leaving this thread hanging for such a long while!
As of now, our developers are working on a Reply Header based implementation such that whenever a user who is marked on the CC of a ticket replies, it will be added as a part of the conversation.
I am sorry we had to put the Message IDs implementation on hold due to various reasons and hence I cannot give you an ETA as of now. Apologies.
Please keep writing to us.
Thanks,
Annapoorna
I'm trying FreshDesk for the first time today. Very good product, but, the first problem I noticed was this one. Email gets generated to the agents, including the customer comments, and the agent replies to the email, it creates a new ticket. So I found this topic in the support forum.
I guess we can live with it the way it is, but I would very much hope you'd improve that behavior. I see nothing has been done for 8 months.
We use a dispatchr rule to set a bunch of fields in the ticket and send an automatic reply to the customer when we get a certain type of email. However, when they reply to that email, it generates a new ticket which is totally wrong. Of course we want all conversations with this customer on this matter to be in the same ticket. When will this be fixed, seeing that the issue is already over two years old?
Thanks!
/Linus
Hello Guiseppe,
Yes, we have implemented Email threading which ensures that when agents or customers respond to an email, they are attached to the same ticket.
Here's a solution article to explain how this works in Freshdesk today - https://support.freshdesk.com/support/solutions/articles/218456-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-
Hope that answers your question!
Sudha
Hi Sudha. The link above is no longer working. Do you have a new place where I can find this information?
Hello Nathan,
You can make use of the following link to know more about Email threading - https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-
Cheers!
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